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Daily Internet Drops

Hello everyone.

 

I move into a new house back in May and set up a new Spectrum connection to the house (only had ATT wired originally). Everything with the service was great until about July when I started getting T4 timeouts on my modem almost nightly. I have noticed that if, say, we go out of town for a couple days the modem does not reboot and no errors show in the log. However, the day we come back and start using the internet it can drop 1-2 times depending on usage (for no more than a minute). I've noticed it happens more at night but then again that's when we are home usually.

 

I've had a tech come out one time and they said the line was fine and nothing in the main box looked unusual. The only thing I know that has changed outside is another ISP installed fiber lines around the neighborhood but am unsure if that caused anything.

 

Any advice would be greatly appreciated. Here is a snip of the most recent error. This one is much longer than the usual T4 timeout:

Oct 15 2017 20:25:466-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:25:465-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:166-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:24:553-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:24:553-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:24:533-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:24:513-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:24:513-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:24:503-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:22:533-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:22:533-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:22:513-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:22:503-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:22:503-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0;
Oct 15 2017 20:22:453-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:31:6e:2e;CMTS-MAC=00:17:10:89:85:14;CM-QOS=1.1;CM-VER=3.0

 

And here is what the channels looked like  during this time (I have never been able to capture the channels during a drop so not sure what this means):

Channel ID

13 

12 

13 

16 

20 

Frequency

513000000 Hz 

507000000 Hz 

525000000 Hz 

531000000 Hz 

549000000 Hz 

573000000 Hz 

Signal to Noise Ratio

39 dB 

39 dB 

39 dB 

39 dB 

38 dB 

39 dB 

Downstream Modulation

QAM256 

QAM256 

QAM256 

QAM256 

QAM256 

QAM256 

Power Level

The Downstream Power Level

10 dBmV  

11 dBmV  

11 dBmV  

10 dBmV  

11 dBmV  

10 dBmV  

 

Channel ID

Frequency

30600000 Hz 

37000000 Hz 

19400000 Hz 

24200000 Hz 

Ranging Service ID

6272 

6272 

6272 

6272 

Symbol Rate

5.120 Msym/sec 

2.560 Msym/sec 

2.560 Msym/sec 

5.120 Msym/sec 

Power Level

40 dBmV 

40 dBmV 

39 dBmV 

39 dBmV 

Upstream Modulation

[3] QPSK
[1] 16QAM
[2] 64QAM
 

[3] QPSK
[1] 16QAM
[2] 64QAM
 

[3] QPSK
[2] 16QAM
 

[3] QPSK
[1] 16QAM
[2] 64QAM
 

Ranging Status

Retries Exceed 

Success 

Success 

Retries Exceed 

 

And lastly here is what the channels look like as of posting this:

Channel ID10 11 12 13 14 15 16 
Frequency513000000 Hz 507000000 Hz 519000000 Hz 525000000 Hz 531000000 Hz 537000000 Hz 543000000 Hz 549000000 Hz 
Signal to Noise Ratio38 dB 38 dB 38 dB 38 dB 39 dB 39 dB 39 dB 39 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level
10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  

 

Channel ID
Frequency30600000 Hz 37000000 Hz 19400000 Hz 24200000 Hz 
Ranging Service ID7581 7581 7581 7581 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 
Power Level40 dBmV 40 dBmV 39 dBmV 39 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success Success Success 

 

I have plenty of saved images showing other times when the service has dropped that I can share if needed. Thanks for the help in advance!

12 REPLIES 12
Proven Sharer

Re: Daily Internet Drops

The incoming signal levels to your modem are at the upper limit [+10 dBmv] for good performance, AND your outside cable connection is intermittent.  The T4 error means that the downstream [DS] signal completely disappeared for more than 3 seconds, which forces the modem to reset and scan again for valid signals. 

I would suggest installing a 2-way splitter with a 75 ohm termination on one port.  You'll also need a short jumper cable made of RG6-QS.  That will drop all DS signals by 3.5 dB so your modem should see between +6 and +7 after the change.  Your upstream [US] levels will self-adjust UP by 3 to 4 dB, showing 43 to 44 dBmv which is acceptable.

Browser

Re: Daily Internet Drops

Thanks for the reply!

 

Now would this be something a tech would do or something I would need to do personally? I've never had to do something like this before so not sure what exact splitter I'd need and where it goes etc. Just want to make sure I don't mess anything up.

Rookie

Re: Daily Internet Drops

I'm having a similar problem, and have a question about the splitter. My incoming cable is already split with one going to the TV and one going to the cable modem. Would I have to install another splitter on the line going to the modem? I suspected too-high DL speeds because I had no probs when it was less than 100Bps, but lately it's been up over 120, and that's when my problems started (of course I may be way off-base here). I've been losing signal regularly when changing URLs after being at one location for any extended time, and can always solve the problem by rebooting the router. Never had anything like this happen before, so I'm in the dark.

Expert

Re: Daily Internet Drops

Start a new thread.

Post level page/ error log pages.

 Don't hijack the thread.

 

Expert

Re: Daily Internet Drops

post the whole signal level page.

 

Browser

Re: Daily Internet Drops

I'll post the full signal page when I get home this evening. The last portion of the signal page looked normal to me which is why I didn't post it. 

Browser

Re: Daily Internet Drops

MsRaye, here is my signal information as of posting this:

Channel ID10 12 13 14 15 16 21 
Frequency513000000 Hz 507000000 Hz 525000000 Hz 531000000 Hz 537000000 Hz 543000000 Hz 549000000 Hz 579000000 Hz 
Signal to Noise Ratio39 dB 39 dB 39 dB 39 dB 39 dB 39 dB 39 dB 39 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
 
10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  10 dBmV  

 

Channel ID
Frequency30600000 Hz 37000000 Hz 19400000 Hz 24200000 Hz 
Ranging Service ID7581 7581 7581 7581 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 
Power Level40 dBmV 40 dBmV 39 dBmV 39 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
Ranging StatusSuccess Success Success Success 

 

Channel ID10 12 13 14 15 16 21 
Total Unerrored Codewords3310490566 3310056499 3175297899 3175301555 3287048158 3287041161 3287042117 3287040347 
Total Correctable Codewords38 21 18 64 30 35 64 
Total Uncorrectable Codewords2076 537 1189 1153 1205 1216 1325 1222 

 

Also, here is a picture of what the usual T4 timeouts look like in the Log:

https://imgur.com/v5Ue0Re

Expert

Re: Daily Internet Drops

The correcteds/ uncorrecteds on the first home channel is creating the instability, It may be because the ds level is a tad too high. I'd add a 2 way splitter with a terminating resistor on it's second port to drop the level down to +6 .5 dBmv, That may improve it. if not, call twc, they probably will put a 3 or 6 dB attenuator in line.

 

Expert

Re: Daily Internet Drops

Sorry but there's no 2 "same " signal issues or solutions. Start a new thead so We can try to  determine what the OP's problem is rather than clutter it up.  This is peer to peer support and we're customers just like you, a couple of us have decades of RF experience compared to twc/spectrums ineptness..